Senior Field Service Technician

This is a fully remote position, open to applicants in Texas.

📋 Description

• Service and repair a diverse range of office equipment at customer sites within a designated geographic region.

• Focus on servicing and repairing a specialized set of highly complex office products.

• Oversee territory management, inventory control, and customer relations.

• Provide second-level technical support to fellow technicians.

• Meet the expected productivity benchmarks for the assigned workload and level of experience.

• Drive opportunities for revenue generation through supplies, contract sales, network support contracts, equipment, and print assessment leads.

• Conduct diagnostics, installations, removals, retrofits, troubleshooting, repairs, and component replacements on black & white, color, and multifunctional devices.

• Complete technical training on new equipment.

• Facilitate on-the-job training for both new and seasoned technicians.

• Lead technical seminars.

• Take on Field Technology Service Manager responsibilities as needed.

• Implement territory management and call-handling procedures.

• Collaborate with sales partners regarding equipment leads and upgrade prospects.

• Maintain parts inventory and perform administrative tasks accurately and punctually.

• Address challenging customer situations and unresolved technical issues.

• Investigate and resolve equipment malfunctions while ensuring customer satisfaction.

• Foster professional relationships with company personnel and clients.

• Maintain a car-stock inventory.

• Execute other duties as assigned.

⛳️ Requirements

• High-level technical skills typically acquired through the completion of a technical school.

• 3+ years of relevant experience.

• A minimum of 2 years as a Technology Service Consultant I.

• One industry certification.

• At least 2 years of consistently meeting or exceeding performance standards.

• A valid state driver's license.

• Minimum auto insurance coverage per Ricoh policy for roles involving significant personal vehicle use for company business.

• Excellent working knowledge of electro-mechanical devices and electronics.

• In-depth knowledge of assigned equipment.

• Methodical approach to problem-solving.

• Strong interpersonal and verbal communication skills.

• Exceptional customer service abilities and a capability to follow up to ensure resolution of issues.

• Ability to read and understand technical manuals, parts catalogs, and relevant literature.

• Willingness to travel extensively by car or on foot in varying weather conditions.

• Capability to move wheeled objects weighing up to 400 pounds.

• Ability to lift and carry items weighing up to 50 pounds.

• Physical ability to frequently walk, stand, bend, reach, lift, stoop, squat, and kneel.

• Capacity to carry tool cases and service tools weighing between 25 to 50 pounds.

• High dexterity and fine motor skills when using hand tools and electronic testing equipment.

• Flexibility to work shifts, overtime, standby, and/or on-call as required.

🏝️ Benefits

• Medical, dental, life, and disability insurance options.

• Retirement Savings Plan (401K).

• Health Savings Account (HSA).

• Flexible Spending Account (FSA).

• Tuition assistance programs for team members.

• Paid vacation time.

• Paid holidays each year.

• Additional health, wellness, and ongoing personal and professional development benefits.